I think he does know what a firmware. Just didnt't realize the origin of the term.
A firmware is neither soft nor hard... it's firm.
(Or maybe I completely misunderstood the tweet 🙄
I know, right? That's why I never call tech support. Nowadays I'm practically computer illiterate, but I still know how to find answers without hearing: "Hello It, have you tried turning it off and on again?".